AI Contact Center Transformation: How and Why Now?
The contact center industry today is almost unrecognizable from its early days nearly 40 years ago.
Finance & Accounting (F&A)
Procurement
Human Resources (HR)
Customer Experience (CX)
Facilities Management
Insurance Operations
How do you establish and execute a purpose-built transformation agenda? Start by identifying large areas of opportunity.
ISG combines design thinking, visioning and the “art of the possible” to identify innovative future states.
Our proven ISG FutureSource™ methodology is collaborative and data-driven to help you make business process sourcing decisions that deliver more innovative solutions to achieve your business needs. You get a faster result and a strong, sustainable partnership to help you get ahead.
Centralize, standardize and harmonize back-office functions into a Global Business Services (GBS) model to save costs, increase service quality, leverage scale and respond quickly to business demand.
Consolidate, standardize or source procurement activities to consolidate and leverage company-wide spend with a limited number of suppliers. Leverage ISG's expertise to optimize your supply base, generate savings and leverage advanced analytics for spend visibility, consumption patterns and supply market insights.
ISG is a leader in proprietary research, advisory consulting and executive event services focused on market trends and disruptive technologies.
Get the insight and guidance you need to accelerate growth and create more value.
Learn MoreIt is unfortunate that business-focused digital communications are sold under three different headings: Contact Center as a Service (CCaaS), Unified Communication as a Service (UCaaS) and Communication Platform as a Service (CPaaS). (And that just counts the cloud options—let us acknowledge the huge, continuing, installed base on premises.) These are terrible ways to describe complex, varied and overlapping offerings.
ERP systems have been the central nervous system of enterprises for more than three decades, handling business-critical process management and recordkeeping. While their basic outlines are unchanged, today’s systems are far more capable in their functional depth, adaptability, usability and manageability. Especially for cloud-based systems, they are far easier to maintain. Decades of refinement and focused development to support specific industries, and even specialized categories within these industries, have increased their utility while decreasing the total cost of ownership, especially in implementation expense and maintenance. Artificial intelligence (AI) is the latest supporting technology to increase the business value of the software. So, when considering replacing existing ERP software, it’s most important to understand and evaluate how a new system can add to the capabilities of the incumbent and how to manage the organizational change that will become possible and necessary with that change.
Compensation practices are currently experiencing a substantial transformation, driven by evolving workforce expectations and rapid technological innovation. This shift is fundamentally reshaping how organizations approach rewards and recognition for workers. Technologies like data analytics enable more precise and personalized compensation management strategies while also fostering greater transparency and equity in how performance is measured and rewarded. These changes reflect a broader effort to adapt compensation practices to meet the dynamic needs of today's workforce and maximize technology to optimize every aspect of rewards systems.
Spring and fall are conference seasons, and this spring I was fortunate to be invited to several software provider events that are part of my coverage of the Office of Revenue.
And while artificial intelligence (AI) and generative AI (GenAI) were front and center, there were other announcements where the focus was more on the potential changes that these technologies would enable within enterprises and their revenue teams.
The technology landscape for enterprise IT faces a daunting challenge: complexity. As systems grow more intricate, organizations must actively seek ways to simplify the technology stack. This process, known as decomplexification, is crucial for enhancing efficiency, security and collaboration within an enterprise.